Changes, returns and issues policy

1. Scope

This Changes, Returns and Issues Policy governs the conditions applicable to purchases made through Music Merch and the sales pages associated with its artists, campaigns, collections, pre-orders, drops or products.

This policy applies to physical products, made-to-order products, in-stock products, pre-order products, personalized products, digital products and any other product sold through Music Merch, without prejudice to any specific conditions stated on the relevant product page.

This policy does not limit any rights that consumers and users may have under applicable legislation on consumer protection, legal guarantees, lack of conformity, withdrawal, defective products or e-commerce.

2. Reviewing your order before purchase

Before completing a purchase, the customer must carefully review the product information, size, color, model, design, quantity, price, shipping address, contact details and any other relevant order information.

The customer is responsible for checking the size guide, product description, materials, composition, care instructions and specific conditions stated on the product page before completing the purchase.

3. Changes of product, size, color or model

As a general rule, Music Merch does not offer exchanges due to an incorrect choice of size, color, model, design, product or quantity, or due to a change of mind, except where applicable law expressly grants a right of withdrawal and that right is not legally excluded.

Changes will only be handled as exchanges where the product received is incorrect, defective, damaged or affected by an issue not attributable to the customer. In all other cases, where legally applicable, the request will be handled as a return or withdrawal.

4. Right of withdrawal

Where the right of withdrawal legally applies, the customer will have 14 calendar days from receipt of the order to notify Music Merch of their decision to withdraw from the purchase, without having to give a reason.

To exercise this right, the customer must contact Music Merch at info@musicmerch.es, stating the order number and their intention to withdraw from the purchase. Music Merch may provide specific return instructions.

The product must be returned in perfect condition, unused, unwashed and undamaged, with its labels and, where possible, its original packaging. The customer must protect the product appropriately for the return shipment.

Unless expressly stated otherwise or required by applicable law, the direct cost of returning the product will be borne by the customer.

5. Products excluded from withdrawal or voluntary return

Unless there is a defect, order error, lack of conformity or another right recognized by applicable law, the following products may be excluded from the right of withdrawal or voluntary return:

• personalized products or products clearly made to the customer's specifications;
• made-to-order products or products manufactured according to options selected by the customer, where applicable law permits their exclusion;
• digital products once access, download, activation or supply has begun, where legally applicable;
• vinyl records, CDs, cassettes, DVDs, physical media or other audiovisual or phonographic products once unsealed;
• sealed products that are not suitable for return for health protection or hygiene reasons once unsealed;
• underwear, swimwear, socks, earrings or other hygiene-related products where, by their nature, they are not suitable for return under applicable law;
• products that have been used, washed, damaged, improperly handled, altered or returned in a condition unsuitable for inspection;
• products damaged by improper use, incorrect washing or failure to follow the care instructions stated on the label or product page.

The product page, checkout process or pre-purchase information may state whether an item is personalized, made to order, produced to the customer's specifications, digital, on pre-order or subject to specific conditions.

6. Personalized, made-to-order or customer-specified products

Certain products may be made to order, personalized or produced according to specifications selected by the customer, including, among others, size, color, design, model, print, name, text, image, artist, campaign, edition or any other specific configuration.

In these cases, where permitted by applicable law, such products may be excluded from the right of withdrawal because they are made to the customer's specifications or clearly personalized.

7. Pre-order, advance-purchase and limited-drop products

Music Merch may sell products through pre-orders, advance purchases, limited drops or temporary campaigns. In these cases, production, preparation and shipping times may be longer than usual and will be stated approximately on the product page or in the relevant communication.

Cancellation of pre-order products may only be requested within the applicable legal period and provided that the product has not entered production, personalization, preparation or shipping, unless applicable law provides otherwise.

If a pre-order is cancelled due to lack of availability, inability to produce, a supplier issue or any other cause attributable to Music Merch or its suppliers, the customer will be informed and, as appropriate, offered a refund, replacement or reasonable alternative.

8. Defective or incorrect products and lack of conformity

If the customer receives an incorrect or defective product, a product damaged in transit, a production error or an order with an evident issue, they must contact Music Merch as soon as possible at info@musicmerch.es, preferably within 7 calendar days of receiving the order.

To review the issue, the customer must provide:

• order number;
• full name;
• a clear description of the issue;
• clear photographs of the product received;
• photographs of the outer packaging and shipping label where the issue relates to transport;
• any other information reasonably necessary to review the case.

Once the issue has been reviewed, Music Merch may offer, as appropriate, a replacement product, new production, repair, partial refund, full refund or another suitable solution in accordance with applicable law.

The above does not limit any rights the customer may have in the event of lack of conformity or under the applicable legal guarantee.

9. Damage during transport

If the package shows visible damage at the time of delivery, such as tears, opening, moisture, apparent tampering or any other external anomaly, we recommend refusing delivery or expressly noting "damaged package" with the carrier where possible.

If the packaging appears to be in good condition but the product inside is damaged, the customer must notify info@musicmerch.es as soon as possible and attach photographs of the product, outer packaging and shipping label.

Prompt notification of these issues is necessary so that a claim can be properly handled with the relevant carrier, supplier or insurer.

10. Condition of returned products

For a return to be accepted, except in the case of a defective product or lack of conformity, the product must be in a condition suitable for inspection and, where applicable, return:

• unused;
• unwashed;
• free from stains, odors, tears, makeup marks, deodorant, perfume or other signs of use;
• not improperly handled;
• with original labels, accessories and components where possible;
• with original packaging where possible;
• properly protected to prevent damage during return shipping.

Music Merch may refuse a return or apply a legally permitted deduction where the product has depreciated as a result of handling beyond what is necessary to establish its nature, characteristics or functioning.

11. Return and exchange costs

In cases of withdrawal or voluntary return, where legally applicable, the direct cost of return will be borne by the customer unless expressly stated otherwise.

Where a product is incorrect, defective, damaged or not in conformity due to Music Merch, the supplier or the order-preparation process, the costs necessary for replacement, repair, bringing the product into conformity or another appropriate solution will be borne by Music Merch in accordance with applicable law.

Free shipping, shipping promotions or discounts applied to an order do not mean that Music Merch assumes the cost of a voluntary return unless expressly stated otherwise or required by applicable law.

12. Procedure for requesting a change, return or issue review

To request a change, return, withdrawal or review of an issue, the customer must follow this procedure:

• contact Music Merch at info@musicmerch.es;
• provide the order number;
• identify the affected product;
• describe the reason for the request;
• attach photographs where the request concerns damage, a defect, an incorrect product or a transport issue;
• wait for Music Merch's instructions before sending any product;
• where applicable, send the product following the instructions provided.

Products must not be sent to Music Merch without prior authorization or instructions. Unidentified or unauthorized shipments, or shipments sent to an incorrect address, may not be accepted or may experience delays in processing.

13. Refunds

Any refund due will be made using the same payment method used for the purchase, unless another method is expressly agreed or this is not technically possible.

Once the product has been received and reviewed, if a refund is due, Music Merch will process it within a reasonable period. The final time for the amount to reach the customer may vary depending on the bank or payment provider used.

Amounts that may legally be deducted from the refund include, where applicable, return costs, depreciation caused by improper use, additional expenses resulting from circumstances attributable to the customer, or differences relating to non-refundable shipping services where applicable.

14. Stock and availability

Music Merch does not guarantee the permanent availability of all products, sizes, colors, models or editions. Availability may vary depending on existing stock, supplier, campaign, pre-order, production, territory or demand.

In the event of an exchange, replacement or replenishment, availability will be subject to existing stock or the possibility of new production. If a defective or incorrect product cannot be replaced due to lack of stock or inability to produce it, Music Merch may offer a refund or another suitable solution in accordance with applicable law.

15. Size guide and measurement variations

Measurements shown in size guides are indicative and may present reasonable variations arising from the manufacturing process, fabric type, washing, finishing, supplier, measurement method or nature of the product.

These variations will not be considered a defect unless they are disproportionate, clearly affect the product's conformity or substantially contradict the information provided on the product page.

16. Incorrect shipping address, absence or failure to collect

The customer is responsible for entering the shipping address, contact details, postal code, telephone number and any information necessary for delivery correctly.

Music Merch is not responsible for delays or costs resulting from incorrect addresses, incomplete information, absence of the recipient, refusal of the package, failure to collect from a pickup point, customs issues attributable to the customer or circumstances outside our direct management.

If an order cannot be delivered for a reason attributable to the customer, Music Merch may arrange a new shipment where possible. Additional costs arising from this situation may be borne by the customer.

17. Legal guarantee

This policy does not limit the rights available to consumers under applicable law concerning legal guarantees, lack of conformity, defective products or consumer rights.

In the event of a defective product or lack of conformity, the customer may contact Music Merch at info@musicmerch.es so that we can review the issue and process the appropriate solution in accordance with applicable law.

Damage caused by improper use, incorrect washing, improper handling, normal wear and tear, accident, negligence or failure to follow care instructions will not be covered as a manufacturing defect, without prejudice to any rights the consumer may have under applicable law.

18. Contact

For any request relating to changes, returns, withdrawal, defective products, transport issues, refunds or the legal guarantee, the customer can contact Music Merch at:

info@musicmerch.es

The order number and the information needed to correctly identify the purchase and review the request must be provided.